Integrated Field Services (IFS) Coordinator
SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation!
Job Summary: The Integrated Field Services (IFS) Coordinator is responsible for the strategic coordination and dispatch of technicians across multiple regions, ensuring optimal resource allocation, efficient routing, and consistent service delivery at scale. This role requires a disciplined, data-driven approach to workforce management in a high-performance, execution-focused environment where accountability and continuous improvement are expected. The IFS Coordinator also cross-trains to provide backup support for Security Operations Center (SOC) coordination, customer service, and technical support as business needs require.
Duties and Responsibilities:
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Coordinate and deploy field technicians nationwide in alignment with service-level agreements (SLAs) and operational priorities.
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Optimize technician routing and scheduling to reduce travel time, increase productivity, and maximize service capacity.
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Balance workloads across regions to ensure effective utilization of field resources.
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Assign work orders based on technician certifications, qualifications, geographic proximity, and real-time availability.
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Monitor field activity and proactively adjust schedules to address disruptions, urgent service needs, and capacity constraints.
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Serve as a central coordination point between field technicians, customer support teams, and internal stakeholders.
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Maintain accurate and timely data across dispatch systems, workforce management tools, and CRM platforms.
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Analyze operational metrics to identify trends, performance gaps, and opportunities for process improvement.
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Support escalation management and after-hours coordination as operational needs require.
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Identify inefficiencies and drive continuous improvement in routing, scheduling, and resource allocation.
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Provide cross-functional backup support for SOC operations, including alarm monitoring, incident coordination, customer inquiries, and security technical support by assisting customers with basic troubleshooting, system functionality, and service requests.
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Promote a safety-first culture and ensure secure, compliant operations at all times.
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Perform additional duties as required to support evolving business needs.
Requirements:
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High school diploma or equivalent.
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2+ years of experience in dispatching, scheduling, customer service, technical support, or coordinating field service or installation operations. Coordinating technicians at a national or multi-region level preferred.
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Strong organizational and time-management skills in a high-volume environment.
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Working knowledge of routing logistics, geographic territory management, and scheduling systems.
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Ability to make timely, data-informed decisions in a fast-paced setting.
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Skilled with Microsoft Office Suite and CRM platforms (e.g., Salesforce, MKS), with the ability to quickly learn dispatch software, workforce management, and route optimization tools.
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Strong customer service, communication, and problem-solving skills, with the ability to effectively support customers by phone while troubleshooting basic security system issues.
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Experience in electronic security, alarm systems, low-voltage, or telecommunications installations preferred.
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Analytical mindset. Experience tracking and improving operational KPIs preferred.
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Demonstrates a strong commitment to safety, security, and operational excellence.
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Pass a drug screen and background check requirements.
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Bilingual skills are a plus.
Physical Requirements:
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Perform work while seated, standing, walking, or moving between locations for extended periods.
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Use computers and related technology, read electronic and printed materials, and observe details at close range.
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Communicate clearly in person, by phone, and electronically.
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Occasionally move or transport light objects.
Job Type: Full-time, non-exempt
Work/Base Location: Corporate
Core Work Hours/Availability:
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First shift: 7:00 AM – 3:30 PM
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Second shift: 2:30 PM – 11:00 PM
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Occasional after-hours and weekend support may be required.
Travel: Minimal
Benefits:
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Competitive pay
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Comprehensive benefits package (medical, dental, vision)
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401(k) with match
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Paid time off and holidays
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Opportunities for professional development and growth
SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
